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SIM - measuring and improving customer service

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Event
  • Session
  • Tuesday, 23 May 2017
  • 13:23 - 13:23
  • Duration: 11 mins
  • Publication date: 06 Jun 2017
  • Location: Customer Solutions Theatre, Hall 12, NEC, Birmingham, United Kingdom
  • Part of event Utility Week 2017

About the session

As utilities face transformative changes to market systems from the introduction of CMA remedies, smart metering, faster switching and the opening of the water market this series of seminars will explore the challenges and opportunities which lie ahead for utility companies seeking to deliver better value and service to customers.

 

Keywords:
  • Ofwat
  • affordability
  • bills
  • channels
  • customer
  • customer experience
  • customer service
  • digital
  • electricity
  • innovation
  • power
  • resilience
  • smart infrastructure
  • smart meter
  • utilities
  • water
  • water sector

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Speaker

  • JA

    Jon Ashley

    Ofwat, Associate director

    Jon Ashley is Ofwat’s Associate Director for outcomes and customer engagement. Jon leads a team developing the 2019 price review (PR19) methodology for outcomes, customer engagement, the replacement for the Service Incentive Mechanism (SIM) from 2020 onwards, affordability and vulnerability. Jon’s team also oversees the current SIM. During PR14 Jon assessed companies’ customer engagement and outcomes proposals. Before joining Ofwat Jon worked as an economist at the European Commission.
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